Senior Engagement Manager

Job Description:

About Merkle
Merkle is a global leader in digital transformation specializing in Salesforce solutions. As part of the Merkle network we support clients in driving exceptional customer experiences through scalable Salesforce implementations. With a forward-thinking collaborative culture we empower our team members to lead innovation in Salesforce-driven digital solutions.

Role Overview
Merkle is seeking a motivated and enthusiastic Senior Engagement Manager to join our growing team in Dublin. This role is ideal for someone who is passionate about Salesforce and excited to lead medium to large-scale Salesforce implementations. As a Senior Engagement Manager you will be responsible for managing end-to-end enterprise-level projects fostering client relationships and ensuring that solutions are successfully implemented. You will also take ownership of project documentation testing and ensure that internal and client expectations are consistently exceeded.

Main Responsibilities

• Manage Enterprise-Level Salesforce Implementations: Oversee end-to-end management of complex Salesforce implementations from initiation to go-live and post-deployment support.
• Client Relationship Management: Own and manage the relationship with client project managers ensuring clear communication and alignment of objectives.
• Project Documentation: Take full responsibility for documenting requirements process flows user guides training materials and prototyping Salesforce solutions.
• Project Planning: Create and own detailed project plans including risk and issue logs dependency lists and timelines to ensure successful project delivery.
• Ticket Management: Create clear and detailed tickets and user stories for developers and configurators working on the Salesforce platform. Track the resolution of tickets and user stories to ensure smooth project progression.
• Testing and Bug Triage: Manage the testing process for Salesforce solutions provide input to test scripts and coordinate the triage of bugs identified during testing.
• Salesforce Knowledge: Regularly train on the Salesforce platform to ensure your knowledge remains at the forefront of new features updates and best practices.
• Internal Project Management Tools: Maintain and update project information within Merkles internal project management tools ensuring accuracy and transparency.
• Salesforce Certification: Commit to acquiring at least one Salesforce certification within the first 6 months of employment.
• Regular Reporting: Provide regular updates on project progress to the management team highlighting key achievements challenges and next steps.
• Change Management: Oversee the management of change throughout the project delivery ensuring smooth transitions and stakeholder buy-in.
• Project Handover: Manage the formal handover of completed projects to customers and/or support teams.
• Team Management: Line manage more junior resources within the Engagement Manager team providing mentorship guidance and professional development.
• Internal Process Improvement: Lead internal initiatives to improve Merkles Salesforce implementation methodology and delivery process.

Experience and Education

• Minimum of 5 years experience in managing IT projects with a focus on Salesforce or CRM implementations.
• Extensive experience in various project and program management methodologies (e.g. Agile Waterfall) in a range of business environments.
• Demonstrated technical understanding of Salesforce platforms and ecosystem with the ability to translate business requirements into technical solutions.
• Experience working with Agile software development methodologies such as SCRUM.
• A formal project management qualification or training (e.g. PMP PRINCE2) is beneficial.
• Strong understanding of the Software Development Lifecycle (SDLC) and its application in project management.

Key Skills

• Exceptional client-facing communication and interpersonal skills.
• Proven ability to manage complex multi-faceted projects and lead cross-functional teams.
• Strong organisational and problem-solving skills.
• Detail-oriented with the ability to manage multiple priorities in a fast-paced environment.
• Ability to quickly adapt to new tools and technologies particularly within the Salesforce ecosystem.

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